Technology Liaison program

• Copyright Jeff Overholtzer, 2004. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Building a Training Network:the Technology Liaison Program

Jeff Overholtzer

Washington and Lee University

EDUCAUSE, October 2004

Liaison roles

• Training

• Troubleshooting

• Replacement schedule

• Special needs

• Analyze work flows, recommend solutions

All users

Faculty

Technology Integration Group Desktop support Assigned to departments

Network and Systems

HelpDesk Report problems Immediate help for software,

hardware, network issues

John Stuckey, Head, University Computing

You!

Tech Education New employee orientation Departmental training Faculty Academy

Instructional Tech Lab Asst. for faculty projects Specialized hardware, software

for digital audio, video

University Computing and you

Technology liaisons Trained by UC, help with

dept-specific issues representatives

University Computing

Administrative Systems

 Department

 Technology Liaison

 

     Alternate

Admissions  Vicki Nicely      

Alumni Office Jane Smith      

Financial Aid Jim Kaster      

Athletic Administration Cinda Rankin –

Coaches     

Athletic AdministrationCarolyne Mayo -

Admin     

Bookstore  Mike Roberts      

University Services Dana Camper      

Print Services Melissa Gualtieri      

Dean of Students Ann Tomlinson      

Security Steve Tomlinson      

Career Services Derek Carter      

Dining Services/Evans

Faye Silvea      

Physical Plant - Admin

Scott Beebe     Randolph Hare

Institutional Research Scott Dittman     Barbara Rowe

News Office Laurie Lipscomb      

Personnel Services Kim Austin     Deborah Stoner

Business Office Heather Thompson      

Journalism Melissa Cox      

Romance Languages Lynn Bennett      

• 24 departmentsrepresented

Lunch presentation topics

Lunch presentations

• How to effectively coach others to use technology

• Element K

• GroupWise calendar

• Administrative systems overview

Assessment

• Topic useful to my office: 90 percent

• I will apply in my work: 96 percent

Assessment

Liaison comments after 1 year

• After presentation on cleaning spyware/malware, 5 depts cleaned up 15 computers

• Most useful presentations– Spyware/malware– GroupWise tips– “They've all presented small tidbits of useful

information - nothing that overwhelmingly changed the way I do business, but very useful in gaining more knowledge and passing it to the department.”

Liaison comments after 1 year• Great stuff - keep up the good work.

• I think this was a wonderful tool implemented by the UC staff. This helps us take care of more problems ourselves instead of always taking the UC staff's time for small problems that we can fix ourselves. I think that this is improving work flow for all departments involved and we should make sure that all the departments are represented…

• I have really enjoyed this program. It is frustrating at times because a lot of the people in my department are really not interested in learning anything new until they have to learn it and then it is a mad rush to answer all their questions. But I have enjoyed going because I have learned a lot myself.

• I think that the lunch idea is great. It gives us an incentive to attend and isn't just “one more meeting." That could be very useful to the university as a whole. Also, it gives us a chance to see and get to know the technology support staff.

Contact information

• Jeff Overholtzer– joverholtzer@wlu.edu

• Liaison program:– computing.wlu.edu/services/training

• This presentation:– home.wlu.edu/~joverholtzer/educause04– Effective Practices database listing on

Educause website